Consumer Counselor - Mortgage Collections

Citizens Bank
United States
Workplace: HybridFull timeFunction: Banking, Lending & CreditEducation: high_schoolSkills: ["Communication","Counseling","Persuasion","Problem-solving","Organizational skills"]

Provide high-quality support to customers facing financial hardship by fielding inbound and outbound calls, reviewing account status, and collecting payments on delinquent accounts. Use problem-resolution and negotiation techniques to evaluate customer financials and propose suitable repayment solutions. Maintain compliance, accurately document actions, and meet operational and quality metrics while leveraging advanced tools and training to perform in a production-driven environment.

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FursaFursa
Citizens Bank
Citizens Bank
1 day ago

Consumer Counselor - Mortgage Collections

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Provide high-quality support to customers facing financial hardship by fielding inbound and outbound calls, reviewing account status, and collecting payments on delinquent accounts. Use problem-resolution and negotiation techniques to evaluate customer financials and propose suitable repayment solutions. Maintain compliance, accurately document actions, and meet operational and quality metrics while leveraging advanced tools and training to perform in a production-driven environment.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Entry level

Key Responsibilities

  • •Field inbound and outbound calls to assist customers facing financial hardship with high-quality solutions.
  • •Review account status, provide updates, and request additional information as needed.
  • •Collect payments on predefined accounts using problem resolution, servicing, and negotiation techniques.
  • •Evaluate customer financials to determine best resolution options and negotiate payments across delinquency levels.
  • •Ensure compliance with policies and regulatory requirements, document actions, and maintain operational reporting standards.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalPaid Leave401kEquity

Key Requirements

  • •Strong oral communication, counseling, and persuasion skills.
  • •Excellent data entry and typing skills.
  • •Aptitude for math and problem-solving, including independent decision-making and sound judgment.
  • •Familiarity with digital phone systems and the ability to perform in a production-driven environment.
  • •Flexibility to adapt to evolving business needs with a positive attitude.
Education:High School
Skills:CommunicationCounselingPersuasionProblem-solvingOrganizational skills
Tech Stack:AI simulationsDigital phone systemsMSPBlack KnightMicrosoft ExcelMicrosoft Word

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website